Detailed Job Description

Our client currently has a number of full time opportunities to join their new office operation’s team as an FM Direct Apprentice Agent in their busy call centre based in Redditch. The ideal candidate needs to have Clear communication and excellent customer service skills. Which are key to being a successful Service Desk Operative. The main purpose of the role is to schedule work orders to an engineer, against the service level agreement determined by the client. Main Duties: Responsible for the effective receipt, processing and dispatch of reactive and planned maintenance tasks to the appropriate engineers/support serviceContributes to the development and implementation of robust FM Direct team processes to ensure that a high quality service is provided to both internal and external customers. Produces service request/problem incident reports and initiates follow-up to ensure timely disposition and close-out of actionsResponsible for tracking action items and referrals through to resolutionAssists the FM Direct management team in the identification of areas for improvement within the functionAssists with the preparation of performance reports as needed

Qualifications required

GSCE’S A-D in Maths and English

Skills required

• Customer Service Knowledge ofoperations to include a good knowledge of CAFM software and customer service
• Understanding and experience of the retail industry desirable
• Excellent verbal communication skills and good telephone manner
• IT literate with experience of MS Office applications i.e. Word, Excel and Outlook § Excellent administration and time management skills
• Ability to work under pressure and meet tight deadlines
• Experience within a Facilities Management environment / professional customer services environment

Personal Qualities

• Confident
• Motivated
• Reliable
• Career Driven

Future prospects

Additional Information